CX Consultant (Research & VoC Utilization)

This CX Consultant role helps clients use customer feedback, behavioral data, and frontline employee perspectives to make customer-centered decisions and sustain continuous improvement. The work extends beyond conducting research or implementing tools: it connects customer understanding with business and organizational action.

The consultant hears challenges from executives, business leaders, and CX functions, then defines the purpose and key questions for research and analysis. Responsibilities include designing Voice of Customer collection around customer journeys and touchpoints, and integrating dispersed sources such as surveys, free-text responses, inquiry logs, and behavioral data. The role identifies and analyzes fundamental bottlenecks linked to business KPIs including churn rate, lifetime value, and NPS. It also designs and improves processes for AI-assisted unstructured-data analysis and customer-insight extraction. Where needed, the consultant incorporates employees’ and frontline staff’s experiences, workload concerns, perceived issues, and improvement ideas into the analysis of problems and opportunities.

Based on the findings, the consultant organizes improvement themes, priorities, and next actions. The role prepares customer reports, briefing materials, and proposals, and communicates insights through reporting sessions and workshops. It supports improvement projects by involving CX, marketing, sales, quality assurance, customer service, and product teams, helping the client reach agreement and embed improvements in the organization.

The position also contributes to the development of CX support services. This includes planning and executing new initiatives using customer-contact and behavioral data, documenting knowledge gained through client work, and applying that knowledge to improvements in the company’s own products and services.

Examples of stated support themes include visualizing priority customer-experience issues and developing loyalty KPIs for transportation and infrastructure businesses; designing, analyzing, visualizing, and operationalizing dashboards for automotive and rental-car businesses; combining Voice of Customer and Voice of Employee perspectives in the energy sector; using AI to analyze inquiry and call data for FAQ improvement, inquiry reduction, and faster improvement cycles in IT and telecommunications; and combining app behavior data with customer feedback to improve app experiences and user engagement for commercial facilities.

The role covers research, data analysis, issue structuring, workshops, improvement planning, and organizational implementation. It involves working with enterprise clients’ executives, business owners, and CX functions, as well as connecting customer feedback with the experiences of employees who deliver services.